Customer Support Quality Analyst

Point Wild helps customers monitor, manage, and protect against the risks associated with their identities and personal information in a digital world. Backed by WndrCo, Warburg Pincus and General Catalyst, Point Wild is dedicated to creating the world’s most comprehensive portfolio of industry-leading cybersecurity solutions. Our vision is to become THE go-to resource for every cyber protection need individuals may face - today and in the future. 

Join us for the ride!

About the Role:

We are looking for a detail-oriented and analytical Customer Support Quality Analyst in Pune, India. In this role, you will be responsible for ensuring our support team consistently delivers high-quality service, playing a crucial part in maintaining customer loyalty and satisfaction.

• Reporting Line: You will report directly to the Outsource & Support Project Manager / Support Team Lead.
• Location: This is a 100% on-site, in-office position based in Pune, India. Please note that we are only considering candidates who are currently located in Pune - relocation assistance is not provided for this role.
  
  

Day to Day:

• Quality Auditing: Monitor and evaluate customer interactions across phone, email, chat, and social media to ensure they align with our quality standards.
• Feedback & Calibration: Provide regular, constructive feedback to the Outsource & Support Project Manager and the HQ Support Department to drive performance.
• Data Analysis: Work with management to prepare detailed reports on quality metrics and agent performance, identifying trends and recurring service issues.
• Process Enhancement: Participate in the development of QA standards and recommend updates to policies or procedures that will improve the overall customer experience.
• Insights Management: Gather and analyze customer feedback to identify service strengths and weaknesses, offering actionable suggestions for improvement.
• Compliance & Best Practices: Ensure all support interactions remain compliant with industry regulations and stay updated on evolving support best practices.

What you bring to the table:

• At least 1 year of experience in a Quality Assurance role, specifically within a high-volume contact center environment.
• Strong skills in data analysis with the ability to identify trends and translate them into practical recommendations.
• A solid understanding of QA frameworks, quality scoring methods, and customer experience (CX) principles.
• The ability to manage your own priorities and produce accurate QA outputs within agreed timelines without constant supervision.
• Fluent English (written and verbal) with the ability to deliver clear, constructive feedback to agents and stakeholders.

It would be great if you also had:

• Hands-on experience with platforms such as Scorebuddy, Klaus, or EvaluAgent, or similar tools to complete quality reviews and reporting.
• Familiarity with cybersecurity, VPNs, or SaaS products, which will help when assessing technical support cases.
• Experience working with cross-functional teams and stakeholders located in the UK or other international regions.

As part of Point Wild, you will:

Solve real customer problems. Point Wild’s point solutions allow consumers to address their immediate cyber protection needs. Our mandate is to continuously anticipate our customers’ evolving digital security needs to create best-in-class solutions aimed at keeping them safe.

See your impact. We are a scrappy, nimble organization where individual contributions are needed and valued. You will see your impact every day.

Accelerate your career.  As we expand, you will have the opportunity to learn new technologies, products, and markets in a fast-paced, growth-oriented environment.

Most importantly, you’ll get to work with other talented people at a company where people matter. If you want to put your fingerprint on an organization and leapfrog your growth, this is the place for you.

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination or harassment based on “protected categories,” Point Wild is committed to being an inclusive community where all feel welcome. Whether blatant or hidden, barriers to success have no place at Point Wild.

Important privacy information for United States based job applicants can be found here.